Kwanzaa Harris
Fort Worth
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Providing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhancing the customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Home Health Aide
Lakeview Primary Homecare LLC
10.2024 - Current
- Provided personal care and assistance with daily living activities for clients in home settings.
- Administered medications and monitored client health conditions to ensure safety and well-being.
- Developed individualized care plans in collaboration with healthcare professionals and family members.
- Trained new aides on best practices for patient care and adherence to safety protocols.
- Implemented strategies to improve client mobility and overall quality of life through tailored exercises.
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
Medical Assistant/Associate
Fuze Health
10.2023 - Current
- Managed electronic health records to ensure accuracy and confidentiality of patient information.
- Coordinated appointments and follow-ups, optimizing patient flow within the clinic.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
- Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
- Contributed to reduction in patient readmission rates by providing thorough discharge instructions and follow-up care recommendations.
Home Health Care Aide
Goshen Health Care
Lewisville, TX
09.2017 - 02.2025
- Assisting clients with household cleaning.
- Taking clients to & from their Doctors Appointments
- Assisting clients with running errands etc.
- Cooked tasty, nourishing meals for patients to promote better nutrition.
- Monitored progress and documented patient health status changes to keep care team updated.
- Developed rapport to create safe and trusting environment for care.
- Managed over 50 customer calls per day
Customer Service Representative
Continuum Global Solutions
Fort Worth, TX
08.2021 - 07.2023
- Receiving inbound and outbound calls, resolving technical issues with customers mobile devices
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving
- Increased sales by 10%
- Answered constant flow of customer calls with minimal wait times.
- Managing customer accounts
- Handling escalated calls
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
CO-OP Financial Services
Fort Worth, TX
09.2016 - 08.2017
- Assisting members with Online Banking, Hot cards, Travel Notifications,
- Activating members cards, and providing balances & transfers
- Telephone Banking
- Assisting more than 60 acct holders per day
- Responded to customer requests for products, services and company information.
- Provided information regarding charge accounts and loyalty programs.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Care Representative
Xerox Business Services, LLC
Arlington, TX
09.2015 - 03.2016
- Accepting inbound calls from customers regarding Union Bank accounts
- Reversing OD fees, and explaining recent posted transactions to accounts
- Providing acct balances, and transfers
- Ability to assist with high volume of calls effectively
- Ability to handle escalated calls in an timely matter and ultimately satisfy customers.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Logged call information and solutions provided into internal database.
Customer Service Representative
SHS Group
Euless, TX
02.2015 - 08.2015
- Making outbound and receiving incoming calls
- Recommended products to customers, thoroughly explaining details.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
Ross and Matthews Law Firm
Fort Worth, TX
02.2014 - 12.2014
- Accepting inbound calls
- Opening cases for attorneys
- Setting appointments for attorneys to speak with clients
- Sending reminders out to Attorneys regarding court dates, meetings, etc
- Made sure each case was dealt with in an professional and timely matter.
- Provided primary customer support to internal and external customers.
- Assisted over 60 clients per day
Data Entry Clerk
Cornerstone Staffing/Equifax
Fort Worth, TX
05.2013 - 08.2013
- Verifying employment for borrowers applying for mortgage loans
- Speaking with different businesses regarding loans
- Setting callbacks to follow up on mortgage loans
- Completed data entry tasks with accuracy and efficiency.
- Following up with members to inform them that their payments were due
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Added documents to file records and created new records to support filing needs.
Bus Attendant
Fort Worth Independent School District
Fort Worth, TX
07.2012 - 05.2013
- Helping handicap students on/off on buses
- Making sure that students are buckled in to seats properly before and after routes
- Made sure there wasn't any student missing or left behind
- Cleaning the inside of buses
- Making sure students stayed seated during bus ride and keeping control of conflicts that may arise.
Call Center Representative
DSS Research
Fort Worth, TX
04.2010 - 05.2012
- Making outbound calls
- Typing and reading verbatim
- Conducting healthcare surveys such as Aetna, AARP, etc
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Handling at least 25 calls per day
Education
Associate of Arts -
Tarrant County College District
Fort Worth, TX11.2012
High School Diploma -
Trimble Tech High School
River05.2010
Skills
- 6 years of experience in call center representative
- Teller Transactions
- Excellent with computers
- Enjoy being active and helping people
- Work well under pressure
- Ability to work in a fast-paced, and intense environment
- Ability to elicit confidence and build rapport
- Talented in problem solving and multi-tasking
- Responding to Difficult Customers
- Microsoft Internet Explorer
- Microsoft Outlook
- Microsoft Excel
- Credit Card Payment Processing
- HIPPA/OSHA compliance
- Medical terminology and empathy
- Patient scheduling & registration
- Insurance verification
Additional Information
- Certifications and Licenses , Driver's License Home Health Aide
Timeline
Home Health Aide
Lakeview Primary Homecare LLC
10.2024 - Current
Medical Assistant/Associate
Fuze Health
10.2023 - Current
Customer Service Representative
Continuum Global Solutions
08.2021 - 07.2023
Home Health Care Aide
Goshen Health Care
09.2017 - 02.2025
Customer Service Representative
CO-OP Financial Services
09.2016 - 08.2017
Customer Care Representative
Xerox Business Services, LLC
09.2015 - 03.2016
Customer Service Representative
SHS Group
02.2015 - 08.2015
Customer Service Representative
Ross and Matthews Law Firm
02.2014 - 12.2014
Data Entry Clerk
Cornerstone Staffing/Equifax
05.2013 - 08.2013
Bus Attendant
Fort Worth Independent School District
07.2012 - 05.2013
Call Center Representative
DSS Research
04.2010 - 05.2012
High School Diploma -
Trimble Tech High School
Associate of Arts -
Tarrant County College District